I’m hoping to use the dynamic routing option in Retell’s transfer node. It works great with direct numbers, where I can basically prompt:
’’’
If {{dept}} = ‘scheduling’ transfer to +15554443333;
If {{dept}} = ‘warehouse’ transfer to +15554443332;
etc…
‘‘‘
However, as shown in my screenshot below, I’m attempting to transfer to numbers with extensions. I was hoping I could just type it in as shown, but it doesn’t work. The transfer does go through to the root number but does not push me through to the desired extension.
Is there a way to use dynamic routing in conjunction with extensions as I’m trying to do?
For handling extensions with dynamic routing in Retell’s Call Transfer Node, you’ll need to use the Navigate IVR feature specifically designed for this purpose.(1)
When configuring a warm transfer in the Call Transfer Node, you can enable the Navigate IVR setting and provide a prompt to help the agent navigate if the transfer target is an IVR system.(1) This allows the AI agent to automatically press the appropriate extension digits after the call connects to the root number.
Here’s how to set it up:
In your Call Transfer Node, configure it as a warm transfer (not cold transfer)
In the Navigate IVR prompt field, provide instructions like: “After connecting, press extension {{extension_number}}”
Use dynamic variables to pass the specific extension for each department
This approach is more reliable than trying to append extensions directly to phone numbers in E.164 format, since the Navigate IVR feature is specifically built to handle IVR navigation and extension dialing.(1)
Additionally, for warm transfers, you can configure related settings like on-hold music, human detection, and auto-greet to improve the transfer experience.(1)
